Put simply, can I get 4K BT Sport and App Extra? Getting nowhere with Live Chat

[Bossworld]

 l am looking to move from Virgin to BT, as I value the BT Sport channels but my package price is going up significantly.

I have been attempting to checkout on the £49.99 a month package, branded as:

MAX 4K Sport 4K BUNDLE

Max 4K TV + fibre broadband

• BT Sport 4K UHD, AMC and Freeview

Yet it seems, from checking old threads on here, that without a minimum speed of 44mbps,  you can't get 4K sports.  So what exactly is 4K about the above bundle?

The third bullet point lists '

• App Extra – multi-room viewing and downloads

But as you progress through the cart, and get to 'Your Order', this appears as a £5 option.  If you add it, it appears on 'Your Order' but at £5 a month.  If you don't add it, it doesn't appear.  I am concerned about signing up for a two year contract and finding that I don't actually get the App Extra.

Finally, on the cart, there is a message:

BT TV

The TV package you've chosen doesn't include BT Sport Ultimate.

Nobody on Live Chat is able to confirm what this message means.  But it seems to be the new UHD channel?  As a tester, I tried to add Fibre 2 to a dummy order for my parents' address, which is about 300 yards from an exchange and has projected / minimum speeds in the 60mbps range.  That too, shows the The TV package you've chosen doesn't include BT Sport Ultimate. message.

http://www.dslchecker.bt.com/adsl/adslchecker.welcome

For my own address, and for any troubleshooting, this site reports the following. If my understanding is correct, I'm 2.1Mbps shy of the figure needed under 'Downstream handback threshold':

[Bossworld]

One other message/point sorry:

This thread, from 2015, suggests that the package speed is not necessarily linked to the UHD channel requirement?  E.g. one could be on the Essentials package with a max of 38mbps but because the line can support > 44mbps, UHD reception is still possible.

https://community.bt.com/t5/YouView-from-BT/The-BT-UHD-rip-off/td-p/1508807/page/2

https://www.engadget.com/2015/07/17/bt-sport-ultra-hd-pricing/?guccounter=1

Update: BT has filled us in on the minimum broadband speed needed for its 4K channel:

"The service requires 44Mbps which ensures a high quality TV viewing experience. The majority of BT Infinity customers will be able to get BT Sport Ultra HD."

BT has also told us that you won't need to go beyond its "up to 38Mbps" broadband tariff to get the channel. If the line is technically capable of supporting 44Mbps, you're all set.

[zulu17]

Hi @Bossworld  

i am moving this thread to a more relevent board on the forum where hopefully those familiar with the order process and new packages can answer.

[-Richie-]

If your minimum broadband speed is above 44 mbps you can order the Max 4K package.
If you order the Max 4K package, app extra is included free, other packages it's a £5 monthly addon.

[Bossworld]

So that raises two points for BT then really

1) why is it letting me order the 4k package when my guaranteed minimum is 32 (and therefore not compatible)?

2) if I go ahead an order the 4k package (knowing that I can't view the 4k) is it still treated as the 4k max for the purpose of the app extra?

[-Richie-]

1 - During the order journey, It will inform you that your speeds are not fast enough, so you'll get Max HD which is the same content but without the 4K BT Sport, It'll be HD Sports for all BT Sport channels.

2 - It should be yes, I'm 99% sure, you'll know by the recurring charges shown on your order journey before you place the order to provide service.

[Bossworld]

So that leaves me at a disadvantage if they decide to allow it via the mobile app in the future as I won't be on the highest package even though I'll be paying the same.

A webchat rep tried to share a link that did show the App Extra called out as a separate item but that would nullify any Quidco or Topcashback. I've not been able to replicate it on any route, against my address or my parents (which does have a 60+ mbps option)

Too many risks IMO